ComplaintsforArmstrong Cable Services

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had and continue to have constant interruption when attempting to watch a show. Dan M******** was out to our home with a technician a little over a year ago and claimed that our Wi-Fi enhancers were not properly installed. They were kind enough to activate them however weeks later the problem still continued. We contacted customer service and we are told every time to unplug the television and let it re-boot for a minute. We shouldn't have to unplug the television every night to watch a show and at times lose 3-5 minutes of the program in doing so. When you utilize the cable guide the stations have a mind of their own and go from 1-700 very fast then the set locks up and states signing in. This happens several times a night. I have been told that my Wi-Fi speed is more than enough, my router is fine and the signal coming into the house is fine. We had no problems when we had a cable line coming in and our other television still has a cable line with no issues. There is obviously a problem with this Ti-Vo programming. I posted several posts on Social Media to find out I am not the only person with this issue, there were plenty of others. Armstrong also refuses to refund a customer for lousy service even when service has been down for days. I contacted the PUCO of Ohio who urged me to file a complaint with the FCC and have done so however no one from Armstrong has bothered to reach out to us. I will be attending our local City Council and Township Trustees meeting to discus the possibility of removing them from the Township or giving us other alternatives however they are aware they are the only game in town and could care less about rectifying the issues they have.

  Business response

  04/12/2024

  Re: Your reference:  ******* ****
  Case No.  ********
  
  We are in receipt of your letter dated April 2, 2024, regarding the informal complaint filed by ******* ****. We have had the opportunity to investigate this matter and offer the following information.
  Armstrong empathizes with *** ****** frustrations regarding the issues he is experiencing with the TiVo Stream and wireless service. We have received two other complaints from *** **** from the FCC and PUCO stating the same issue. The General Manager (GM) of *** ****** Local Store is aware of the issues he is having and scheduled a service call to try and determine why he is having these issues. 
  The Premise Technician who went to *** ****** house on April 9, 2024, reported to the General Manager that when he arrived, he spoke to **** **** who stated that she hadn’t had any issues the last 5 days. The technician checked all the equipment in their house and determined that their modem was good, and the Wi-Fi signal was great. **** **** showed the technician a few pictures she had taken of her television screen when it was displaying an error. The technician explained to **** **** that the issue was a known issue that we are actively working on. The technician could not replicate the issues that *** **** has reported he is having. 
  The technician noted that they have Arlo security cameras and Vector-installed cameras that use Wi-Fi to work and have the same strength in their streamer as their router. The technician explained that there could be some interference with all the cameras that they have. The technician showed **** **** how she could unplug them if they wanted to eliminate them from possibly causing interference if they have issues in the future. The technician moved the TiVo Stream box out of the hardwood cabinet where it was located to the back of their television. The technician thought this could be causing some interference but told **** **** that it could be 
  *********** *
  Armstrong Complaints Response Team*** ***** **** ******* ******* ************  *****************************
  
  moved back if they wanted it to. The technician went through the instructions on how to reboot and force the app to stop on their TiVo Stream box if they have this issue again. 
  The technician addressed all the questions that **** **** had and went over all the features that the TiVo Stream box has, which **** **** seemed to be happy with. Unfortunately, some of the minor issues that they are having are known software issues that we are actively working on.
  Armstrong encourages *** **** to contact our Customer Service Center at 1-800-734-1146 if he has any additional questions.  Thank you for your attention to this matter. Please feel free to contact me should you have any questions or require further information. 
  
  Sincerely,
  Agency Complaints Response Team
  
  cc: ******* ****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have 2 tv's that were not useable for over 1 week and many problems prior. I was offered $5 credit for no tv for a week which was insulting. They raised it to 15.00 after asking to speak to a manager. I still find that insulting after having 3 different techs to my home in about a month each one kept upgrading equipment. Why didn't they start with the better equipment? Today 4/1/24 was the 3rd tech who thought he could bully an old couple by being loud and kept interrupting me when i was trying to explain something to him. So far though (less that one day) everything working ok. I told him of another issue we were having of the video not syncing with the audio. He said Armstrong was aware of the problem and TRYING to find a fix. This has been going on for months. I have been with Armstrong for 20+ yrs and until the last couple did not have any issues.

  Business response

  04/11/2024

  Re: Your reference: **** **********
  

  Case No. ********
  
  We are in receipt of your letter dated April 1, 2024, regarding the informal complaint filed by
  **** *********** We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ************ frustrations regarding the issues he was having
  with his TiVo Stream service. The Supervisor of his Local Store reviewed his account and
  confirmed that when our technician went to *** ************ house on a service call, he replaced
  his Plume Pods for his Wi-Fi Service which resolved the issue he was having with his TiVo
  Stream service. A Customer Service Representative (CSR) contacted *** ********** to confirm
  that his issue had been resolved and that he didn’t have any further concerns. The CSR advised
  *** ********** that she had issued a credit of $39.68 to his current billing statement for the
  issues he had. *** ********** was happy with the amount of credit he received.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team
  *** **** **********

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not paying for equipment if a cheap modem and two silver disks that were already picked up by one of your employees idiots

  Business response

  04/08/2024

  
  We are in receipt of your letter dated March 27, 2024, regarding the informal complaint filed by
  ****** ******* We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******** frustrations regarding the charges for her returned
  equipment on her bill. A Customer Service Representative (CSR) reviewed *** ******** account
  and confirmed that her equipment was returned and that she received a credit of $700.00 on her
  bill. Her services were disconnected on February 17, 2024, and the balance owed on her account
  is $230.39.
  Armstrong encourages *** *****r to contact our Customer Service Center at 1-800-734-1146 if
  she has any additional questions. Thank you for your attention to this matter. Please feel free to
  contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

  Business response

  04/08/2024

  
  We are in receipt of your letter dated March 27, 2024, regarding the informal complaint filed by
  ****** ******* We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******** frustrations regarding the charges for her returned
  equipment on her bill. A Customer Service Representative (CSR) reviewed *** ******** account
  and confirmed that her equipment was returned and that she received a credit of $700.00 on her
  bill. Her services were disconnected on February 17, 2024, and the balance owed on her account
  is $230.39.
  Armstrong encourages *** *****r to contact our Customer Service Center at 1-800-734-1146 if
  she has any additional questions. Thank you for your attention to this matter. Please feel free to
  contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cable is out. I called to have it fixed and was told my call would be answered in 115 minutes!!! Nobody can wait for 115 minutes!!!

  Business response

  02/13/2024

  We are in receipt of your letter dated February 8, 2024, regarding the informal complaint filed
  by **** ******. We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******** frustrations regarding her television and internet service
  being out and the long wait time she experienced when calling in to report the outage. A
  Customer Service Representative was able to review our call times on February 7th and 8th and
  determined that at one point in the day, there was a wait time of an hour. Unfortunately, we are
  unable to predict or control when there is an influx of calls, which then increases the wait time.
  The Customer Service Representative was able to confirm that *** ****** called back the
  morning of February 9th and they were able to determine that the reason why her service was out
  was due to her modem being offline. They were able to reset her modem which restored her
  services.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team
  cc: **** ******

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/18/2024 I inquired about getting internet service at my new apartment. Three employees at Armstrong Cable stated there was an outstanding bill from the previous tenant at my address. I stated that the outstanding bill was not mine nor my responsibility to pay. I sent the required proof of my address to the cable company via e-mail as requested and set up an installation time and date. The installer never showed up. I called and they stated " we did not received my proof of residency with my signed lease and cancelled my install without notifying me. I missed work to be home for the installer to arrive.

  Business response

  01/25/2024

  Re: Your reference: ****** *****
  **** *** ********
  
  We are in receipt of your letter dated January 24, 2024, regarding the informal complaint filed
  by ***** ****** We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******* frustrations regarding getting internet service
  installed. A Representative from our Customer Service Center was able to confirm that the
  reason why his installation was canceled is because we never received a copy of his lease and
  photo ID for proof of occupancy. When *** ***** originally spoke with the Representative
  over the phone on January 18, 2024, they informed him that if we didn’t receive that
  information before the date of installation, his appointment would be canceled. *** *****
  went to his Local Store and provided them with the required proof of occupancy. A
  Representative from his Local Store rescheduled his appointment for installation and his
  internet service was installed today.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their response to the BBB inquiry is not true. I did send the required documents via i******************** *s Armstrong Cable requested. They either did not check for my e-mail or ignored my e-mail responses. I still feel discriminated/harassed against due to their policies/procedures that a previous tenant at my current address had an outstanding bill to them not me, the current/new resident at *** ******** **** *** *** ** ****** ** ****** I had installation scheduled 1/23/2024. Their collections dept cancelled my install I waited for and no installer came to appointment predetermined and did not call to notify me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In short unreliable connectivity. We have had Armstrong for some time and the reliability of their service has dwindled over the past couple of years. I pay $134 a month for 1000MB download speed and telephone but we are consistently loosing our connection for periods of a few seconds up to hours at a time. The first time this happened they sent out a tech who played with everything and told us that everything was okay to go. A few months later the same wifi issues returned and the same tech came out just to advise us that there was an updated wifi thing that we should have had months before - why didn't he tell us that on his first visit? Every time I contact Armstrong I get the same lame excuse " We are experiencing service interuptions in one of our systems due to compercial power outages" IF that is the real reason then why hasn't Armstrong purchased and installed Generators to compensate for the Power outages? It seems as though Armstrong is the only ISP that is effected by power outages as well. We haven't even been offered the courtesy of a discount for the continual, randon loss of service with one so called customer service person telling me that it wasn't worth Armstrong doing that as the amount would be so small - NOT when you add up ALL of those effected it wouldn't. Bottom line is all we get now are excuses or commercial power outages blamed for the lack of service and or problems. We got Armstrong because we were told they were good and reliable - how wrong we were.

  Business response

  01/25/2024

  We are in receipt of your letter dated January 13, 2024, regarding the informal complaint filed
  by **** ******* We have had the opportunity to investigate this matter and offer the following
  information.
  Armstrong empathizes with *** ******** frustrations regarding the issues he is experiencing
  with his internet service. The Supervisor at *** ******** Local Store spoke to *** ****** and
  informed him that they applied a credit to his account in the amount of $134.60. They also
  scheduled a service call for a technician to come to *** ******** home to troubleshoot the issues
  he was having. The Supervisor also explained to *** ****** that the prerecorded message he
  was receiving when calling our Customer Service Center did not apply to his area and she would
  notify the appropriate person that the message needs to be changed so it’s more localized and by
  region so there is no confusion on what areas are affected by the outage.
  Armstrong encourages *** ****** to contact our Customer Service Center at 1-800-734-1146
  if he has any additional questions. Thank you for your attention to this matter. Please feel free
  to contact me should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

  Customer response

  01/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the ACP discount and I made a payment at the end of September 2023 on Sept 29th and then I had to speak with Armstrong internet about something I went on my acct to chat with them and saw that an extra $19 was put on the acct for me to pay. So I chatted with them and they told me it was a prorated charge for the extra amount because the ACP was put onto another acct elsewhere and when I found that out, I found out where the ACP went on and I cancelled that because that was not to my knowledge that it was the same thing. So I cancelled the ACP with the tablet co thru the government and reapplied with Armstrong for the ACP discount. I was approved, and it wasn't long after I applied that I was approved and being since I already paid my bill for OCT 2023, you think that Armstrong would remove the extra $19, so Nov 1, 2023 I go onto my bill to make the payment of $82.45 and see that there is still now an extra $17 on my bill not $19 now and I was told since I was approved that the bill would be $82.45 starting Nov well it's Nov and it has this extra $17 on there. Now I tried to resolve this with the company and they won't budge on the $`17 they tell me that I owe that because since the ACP dropped off in Oct that they gave me service but my bill was already paid for, for the month of OCT when I paid on Sept 29, 2023. After that they throw on those extra charges. Meanwhile I applied right away for the ACP and got it. I spoke with Louis, or Luis, spoke with Pedro and spoke with Jean the supervisor. She told me there is no way to remove it and I said I paid before this extra money went on and I shouldn't have been billed the extra money since I had already paid my bill before the ACP ended. Which it did not end til OCT and I had already paid my bill in Sept for OCT how they can give me an extra charge after I paid my bill already? I am asking for the BBB to talk with Armstrong and have them remove the $17 so my bill can be back to what it was before the ACP ended.

  Business response

  11/13/2023

  Re: Your reference: **** *****
  Case No. ********
  **** *** *****
  We are in receipt of your letter dated November 1, 2023, regarding the informal complaint
  filed by **** *****. We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong empathizes with *** ******* frustrations regarding her ACP issues. A Customer
  Service Representative was able to determine that we received notification from USAC
  (Universal Service Administrative Company) that *** ******* discount had been removed on
  October 11, 2023, so Armstrong removed the ACP discount from her account and backdated it
  to October 1st since the discount is on a monthly basis. *** ***** applied for a transfer
  exception that allowed Armstrong to transfer the benefit back to her account as of October 18th
  .
  Since *** ***** was receiving the ACP discount on the other account that she had signed up
  for, Armstrong is unable to backdate the credit to her account because we are not reimbursed
  by the government for those days of service. Unfortunately, *** ***** would be responsible for
  the charge for those days of service on her Armstrong bill.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** *****

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been trying for months to get my zoominternet.net email working. Every time I reach out I am told it’s an issue on their (Armstrong) end somewhere, but I never hear anything. I am still unable to access any email and there is information I need in the email.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Yes I've been a Armstrong customer few years now. I'm on disability going to thru hardship right now. Had rent increase and medical bills etc. I'm hoping I could get credit of 1 month. Just trying too catch up on bills etc. Been diagnosed with diabetes also. Also has too go too dentist get teeth pulled. Also I'm curious why Armstrong never gives there customers and low rate discount packages??? When I first signed up with them. They offered me nice discount for awhile. Than after it ran out raised my rate??? I think customers should get treated better than new customers. Just my opinion.

  Business response

  09/19/2023

  Re: Your reference: ***** ****
  

  Case No. ********
  

  **** ***** *****

  
  We are in receipt of your letter dated September 12, 2023, regarding the informal complaint filed by
  ***** ***** We have had the opportunity to investigate this matter and offer the following information.
  Armstrong empathizes with M** ****** frustrations regarding his current financial hardship that is
  affecting his ability to pay his cable bill. A Customer Service Representative reviewed M** ******
  account and he is currently subscribed to one of our lower television packages and the lowest internet
  service we offer. *** **** does subscribe to an additional television package, News Pack, which costs
  $18.45 plus tax, and our EXP service which costs $11.95 plus tax. Those are packages in addition to our
  entry-level television service. *** **** is also receiving a $30.00 credit on his account because he is
  enrolled in the ACP (Affordable Connectivity Program) which is a government-sponsored program that
  provides internet to qualifying households. We have also waived fees for him in the past over the last
  couple of years. Unfortunately, at this time, there is nothing else we can do to lower his bill unless Mr.
  **** decides to remove his additional television packages.
  Armstrong encourages *** **** to contact our Customer Service Center at 1-800-734-1146 if he has
  any additional questions. Thank you for your attention to this matter. Please feel free to contact me
  should you have any questions or require further information.
  Sincerely,
  Agency Complaints Response Team

  Customer response

  09/19/2023

  Yes they said they waived fees??? What Fees???? They do nothing for there customers.  Never offer loyal customers any nice plans. When I first signed up they gave me discount plan trial.  After trial ran out offered nothing. There worse than Comcast cable. Comcast bigger than them better plans too. Miss Comcast 
  
  Regards,
  ***** ****

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Around October of 2022 i noticed my internet speeds getting slower so I called Armstrong and upgraded my service. The person on the phone suggested i get the Plume pods. I agreed and when I installed them, I noticed that the service was just as bad, only now im paying more. I called them back and downgraded my service. I asked the guy on the phone what I do with the plumes, he stated that I don't need to return them (Several others who HAD these pods told me they were told the same thing, and have thrown them away since). I told the guy on the phone that I had no use for them and to tell me where I can return them. The gentleman gave me a Butler address to I returned them VIA USPS. I recently moved and called Armstrong when I relocated so they could hook up my new service. They brought more new equipment with them so i was not sure what to do with my old modem. I tried to give it to the installer but he said I had 2 weeks to return it to the Meadville office. A few days later i get a $500 bill in the mail. My monthly service charge went up, I was charged $100 for a modem (which I still had and planed to return, and $300 for the plumes which they supposedly did not need back, but i returned anyway. I called customer service several times trying to tell them that I returned the plumes, they said I need to talk to the local office, the local office said they would investigate and call me back (which they have not). I have left 3 voicemails at the Meadville office and stopped in person twice to speak to a manager who is never at the location. The practices are predatory and telling people they don't need to return these pods, then charging for them when they change service is not right. If we had any decent providers in the area I would switch, but Armstrong has the market share near me. I returned the modem and have the $100 removed, now I want the $300 for the plumes removed or I am going to Windstream and speaking to a lawyer about misinforming all these people.

  Business response

  08/31/2023

  Re: Your reference: ******** *******
  Case No. ********
  
  We are in receipt of your letter dated August 22, 2023, regarding the informal complaint filed
  by ******** ******** We have had the opportunity to investigate this matter and offer the
  following information.
  Armstrong had the opportunity to speak with *** ******* regarding his return of the plume pods.
  Armstrong has since removed the pods from his account and has removed the charges from the
  account as well. *** ******* stated he was satisfied with that solution.
  Thank you for your attention to this matter. Please feel free to contact me should you have any
  questions or require further information.
  Sincerely,
  Agency Complaints Response Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩